Head of Customer Success (w/m/d)

the most important thing at a glanceWe are looking for: an experienced leader who will help shape the next growth step of our group and shape our existing support teams into a common customer success organizationWe offer: 30 vacation days, 100% remote and flexible working hours based on a permanent employment contractWe pay: up to 80,000 euros gross annual salary (fixed salary) plus a performance-related bonus paymentthis is your jobCustomer Success Strategy & Scaling: You develop Continue the strategic direction of our Customer Success team and create the conditions for sustainable growth, long-term customer loyalty and an excellent customer experience. Leadership & Organization: You lead a growing team that is currently responsible for support for four SaaS solutions in e-commerce, and build structures, responsibilities and objectives for the next growth phase. Through clear feedback, individual development and binding orientation, you establish a high-performance team culture.

Operations & Performance: You are responsible for the operational management of the area, from resource and capacity planning to escalation management and ensuring efficient processes. You control based on KPIs and OKRs, derive data-based measures and ensure high service quality along the entire customer journey.PMI & Harmonization: You support the integration of new companies as part of acquisitions and standardize working methods, service models and processes across teams and products.Strategic initiatives: You are responsible for cross-departmental projects and actively drive change and growth initiatives. Here you report directly to the Chief Revenue Officer (CRO) and act as a central interface between management and operational teams.

What you bring with youSaaS & E-Commerce: You have several years of experience in a senior or leadership role in customer success, support or account management of a SaaS company and bring with you know-how in the e-commerce environment.Remote Leadership: You understand how to successfully lead remote teams, develop employees and to establish a strong performance and feedback culture.Scale-up & Transformation: You feel comfortable in dynamic scale-up environments and have already successfully supported change, transformation or growth projects.Operations & Performance Management: You think entrepreneurially, control based on KPIs and OKRs and impress with a high level of implementation strength and a good understanding of efficient support and customer success processes.Internationalization & Growth: Ideally, you have experience in integration, internationalization or other cross-departmental growth projects.Communication & Representation: You communicate confidently in German and English, act confidently towards internal and external stakeholders and enjoy representing comrce at trade fairs, industry events and your own formats such as the sellerbarcamp series.This is what awaits youTeam & Culture: A dynamic team with diverse strengths, a hands-on mentality and open communication awaits you. We work at eye level, promote diversity and respectful cooperation, try out new things and constantly develop together. Trust & communication: “With freedom comes responsibility” is our everyday life.

Good work only occurs in an environment of trust and personal responsibility. That's why we rely on clear and reliable communication - internally within the team as well as with colleagues, stakeholders and users. Community: Even if we work completely remotely, personal exchange is important to us.

That's why we meet regularly at events, meetups or our annual offsite. We would be happy if you would join us, get involved and grow with us.Tools: We work group-wide with Google Workspace, Slack, Asana, Miro, Langdock and Personio. Depending on your needs, the teams use additional specialized tools.

Benefits

: We want you to feel completely comfortable with us and have everything you need to give your best. That's why we offer you, among other things: Hardware equipment as desired Job Bike Monthly voucher selection worth €50 via emplu Further training opportunities Company pension provision Asset-forming

Benefits

CSR donation budget Up to 3 months of remote work within the EU per year We are there for you Anna will accompany your application process. ​Do you have any questions in advance? Don't hesitate to contact them via email at p***e@***.Originally posted on Himalayas